Posted in coaching, Bite size learning, Relationships, Stress management, motivation

What is Burnout…?

You lack energy and empathy towards others and even yourself and overall you feel unfulfilled. These ingredients lead to a cynicism towards colleagues, the company and your work. The solution is to identify why you have been left feeling this way and identify where there is a disconnect.

Ironically life might be good on paper, but there is an intersection where life and work have run into obstacles at the same time.

There are 6 factors that can give cause to burnout based on discrepancies:-

  1. Workload
  2. Control
  3. Reward
  4. Community
  5. Fairness
  6. Values

Workload – You feel overworked, is this an organisational problem or a line manager allocating too much or is it that you yourself have taken on too much. The solution would be to set boundaries as to what is acceptable to reset the discrepancy.

Reward – You feel that you are not rewarded in a comparable way to others. Clear criteria can redress this imbalance.

Community – Workplace does not provide opportunities to connect or you suffer from social anxiety. The balance of connecting and isolation which works for the workplace and the individual.

Fairness – effort vs yield, if you perceive another colleague is doing less work but being paid more, then we will become cynical towards the organisation as the effort Vs yield is not fair.

Values – people want to be challenged and valued, if this falls short and there is a discrepancy. Your values do not align eg. A Doctor cares for a patient and whilst hospital management will be focused on costs.

Use the 6 factors to identify where the discrepancy is, this is a way to move forward and out of the burnout.

Burnout is very much work or an occupational problem it is important to acknowledge that it is not depression. With burnout the hormones tend to stay neutral where as depression you carry with you and is physiological with hormones running high.

Another solution to burnout is to think about your life purpose, take time to be introspective and ask the right questions to find out what gets you out of bed in the morning.

Please do get in touch for one to one coaching or 90 minute workshops bev@nuggetsoflearning.co.uk

Posted in Bite size learning, Change management, Decision Making, Goals, Leadership, Learning, motivation, Relationships

Understanding the Service Profit Chain…

Harvard Business School wrote an article on the service profit chain back in 2008 however the relevance of the article is even more prevalent now post Covid.

Back in the 70s and 80s businesses focused on profit goals in isolation with the work hard ethic driving growth.

Today economics of services consider the factors that drive profitability, investment in people, technology, revamping recruitment practises, training and compensation that is linked to performance or effort not just results.

The shift in thinking means that employees are just as important as customers.

The hard value of profit is now being measured by soft measures, for example the profit of the business can be measured alongside the satisfaction of an employee.

To understand the service profit chain see it as journey as follows:-

  1. Internal Quality – Drives Employee Satisfaction (working environment, relationships with their colleagues, customers and their role)
  2. Employee Satisfaction – Drives Loyalty (look after your employees and they will stay)
  3. Employee Loyalty – Drives Productivity – (retaining employees means no breaks in productivity)
  4. Employee Productivity – Drives Value – (delivering your service above and beyond)
  5. Value – Drives Customer Satisfaction – (customers value the result and the services encompassed in the price)
  6. Customer Satisfaction – Drives Customer Loyalty (a good experience will make you return)
  7. Customer Loyalty – Drives Profitability and Growth (quality, satisfaction, loyalty, productivity, value as an equation equal profitability)
  8. Profitability & Growth

The right Leadership underpins the journey and the success of the service profit chain.

The steps form a continuous pattern, and to ensure that you are on top of all the areas involved. You will need to conduct a Service Profit Chain Audit, asking key questions:-

  • How do we define loyal customers?
  • Do measurements of customer profitability include profits from referrals?
  • What proportion of business development expenditures and incentives are directed to the retention of existing customers?
  • Why do our customers leave?
  • Is customer satisfaction data gathered in an objective, consistent and periodic fashion?
  • When are you listening to your customers and when are you getting feedback from your customers and employees?
  • How is information concerning customer satisfaction used to solve customer problems?
  • How do you measure service value?
  • To what extent are measures taken of differences between customers perceptions of quality delivered and their expectations before delivery?
  • How do you measure employee productivity?
  • How do you create employee loyalty?
  • What is the right level of employee retention?
  • Is employee satisfaction measured in a similar way to customer satisfaction?
  • Employee selection criteria is geared to what customers want as well as Managers?
  • How much do you correlate customer satisfaction, quality of service & loyalty to rewarding employees?
  • Do employees know who their customers are?
  • Are employees satisfied with the technological and personal support they receive?
  • Do employees believe they have the right quality of work life?

The measures have to be connected to create a comprehensive picture so that the service profit chain provides a strong foundation for profit and growth.

Please do get in touch for one to one coaching or 90 minute workshops bev@nuggetsoflearning.co.uk

Posted in Bite size learning, coaching, Decision Making, Emotional Intelligence, Goals, Learning, mindfulness, motivation, personal impact, Relationships, Stress management

Practical ways to be resilient…

When you wake up in the morning decide where you are on a scale, if pain was one end and power the other end – where would you want to be?

The answer is that most of us want to be the power end. Life events can drain our batteries, so keeping a metric of where you are and working out what it tells you can be a practical step to measuring your resilience levels. For a month keep a pain to power tracker and see what patterns emerge.

We can also think about what Mindset do we wish to adopt. Professor Carol S Dweck says that people either have a Fixed Mindset or Growth Mindset. The power of being able to say “not yet” is the Growth Mindset.

Growth Mindset Fixed Mindset
I can learn anything I wantI am either good at it, or I am not
I want to challenge myselfI don’t like to be challenged
When I fail, I learn When I fail, I am no good
Tell me I try hardTell me I am smart & have natural ability

By adopting a Growth Mindset we have the elasticity to be resilient and bounce back.

Recognising our sign symptoms of when we feel our resilience levels are low can also be a very practical tool. We can do this by using five main areas:-

  1. Sense of purpose – reason or focus for your work
  2. Mental toughness – the ability to make decisions
  3. Physical energy – tired constantly
  4. Emotional balance – the ability to regulate our emotions
  5. Social skills – make others feel comfortable

Ask yourself have you noticed any of these areas being harder than normal, these may be indications that your resilience levels are low.

Susan Kobasa a leading psychologist says that there are 3 key elements of a resilient individual:-

Challenge – view any difficulty as a challenge

Commitment – committed to their lives and goals

Personal Control – spend time and energy on stuff they have control over

The last statement aligns with Stephen Covey’s Circle of Concern/Circle of Influence. We should only focus on the concerns that we can influence if not we should let them sit outside our heads and make them a “no concern”.

Finally in summary what key things can you be doing to develop your resilience:-

1.Learn to relax

2.Practice thought awareness

3.Edit your outlook

4.Learn from mistakes and failures 

5.Choose your response

6.Maintain perspective

7.Set yourself some goals 

8.Build your self confidence 

9.Develop strong relationships 

10.Be flexible 

Please do get in touch for a workshop on Resilience – bev@nuggetsoflearning.co.uk

Posted in Bite size learning, coaching, Emotional Intelligence, motivation, personal impact

Towards or away from…

Take stock and think about what you do want and what you don’t want. We are all programmed slightly differently.

Some of us have a very clear idea of what we want now in the present and in the future. However there is another approach of knowing what you don’t want and using that as your steer.

Using the headings of health/wealth and happiness and see the different thinking patterns that will drive motivations in very different ways:-

Health – Towards

Purchasing toothpaste that will make my teeth look white today and in the future

Health – Away from

Buying toothpaste that has its lead line on preventing tooth decay

Wealth – Towards

You know what you want to earn today and tomorrow, next month and next quarter

Wealth – Away from

Knowing you don’t want to be poor in your old age and being prudent with your investments and lots of insurance policies

Happiness – Towards

Immediate and delayed happiness come easily

Happiness – Away from

Hard to be happy in the present if you only focus on what you don’t want

Think about the situations you face in life and try another approach if you think it may lead to a better outcome. We don’t need to lead our whole lives by being towards or away from, think which approach would suit the situation.

Please do get in touch for a workshop on motivation bev@nuggetsoflearning.co.uk

Posted in Bite size learning, coaching, Decision Making, Emotional Intelligence, Learning, motivation, personal impact, Stress management, Time management

Why does everything feel so hard…?

The dialogue we have with ourselves is all wrong, we say this going to be hard. We even speculate that it will take so much time and therefore it must be hard. Greg McKeown in his book “Effortless” says the first thing we should say is “What if this could be easy?” Already your mindset alters with possibilities and even enthusiasm.

Getting to an Effortless State is the first step to believing the task will not be hard. We can look at the following steps and what to say in our heads to move us forward:-

  • “What if this could be easy?’
  • “What if this could be fun?”
  • Let go of old memories of the task being hard
  • Be realistic as to how you work on the task factoring in breaks
  • Who is there for you?

Once we have the belief that the task is going to be easy we also need to have an Effortless action plan. McKeown says another reason why we often don’t move into action as we have not determined the obvious steps to get there. This is his Effortless Action Plan:-

D – Done – What does done look like?

D – Delete – What steps could you delete or combine?

O – Obvious – What is the obvious first step?

G – Gradual – What does gradual progression look like?

G – Grateful – What are you grateful for whilst working on this task?

Staying with an Effortless mindset and action plan, can lead to Effortless Results. McKeown says look at how many things can be automated going forward. Trusting others to perform tasks and also what steps can you take to prevent things becoming too much like hard work.

To explore the book much more, please do come to nuggets bookclub this Friday 17th June 2022 at 10.00am the link to register is here:-

https://www.eventbrite.co.uk/e/nuggets-bookclub-tickets-333571209467

Posted in Bite size learning, coaching, Leadership, Learning, Management, motivation

nuggets book club

By popular demand the book club is back. We will be covering some great titles:-

  • 27th May 2022 – The Atlas of the Heart by Brene Brown
  • 10th June 2022 – Part II – The Atlas of the Heart by Brene Brown
  • 17th June 2022 – Effortless by Greg McKeown
  • 24th June 2022 – Your first 100 days by Niamh O’Keeffe
  • 1st July 2022 – The Infinite Game by Simon Sinek
  • 8th July 2022 – The Power of Regret by Dan Pink
  • 15th July 2022 – Essentialism by Greg McKeown
  • 22nd July 2022 – Our iceberg is melting by John Kotter
  • 29th July 2022 – Think again by Adam Grant

Each session will be one hour costing a nominal fee of £10 per session. Please dip in and out of the choices and share with friends and colleagues.

I will present a book summary and ask questions around the book to create discussion. There is no pressure to read the books, however hopefully the club will entice you to rush out and buy some of the titles.

The sessions are fun and interactive, with a practical learning element.

Please do follow the Eventbrite link to book your place:- https://www.eventbrite.co.uk/x/nuggets-bookclub-tickets-333571179377

Please do get in touch for workshops or coaching bev@nuggetsoflearning.co.uk

Posted in Bite size learning, coaching, Leadership, Management, motivation, Relationships, training

One to ones matter…

Meeting with your team members on a regular basis fosters a meaningful relationship. As a Manager they are the most important productivity tool you can have and to your team member.

For transparency and consistency you should offer every team member the same access to you, whether it be one hour fortnightly or one hour once a month. Book them into your diary as recurring meetings and think long and hard about the timing. This is a motivational tool so think about when the team member will feel at their best and yourself.

As a Line Manager you wear many hats and be careful which one you are wearing as to whether it is appropriate. Fundamentally you are their coach, you are invested in their performance and can pass judgment. You are not a counsellor although sometimes you may drift into this area, remember there are experts in this field. Mentoring is often what the future holds so you can dip a toe in this area however it is hard when you have a vested interest, you may not be as bold with your advice.

One to ones need to be relaxed with good rapport, but not so relaxed they have no structure or focus. You must also be weary that they are not all about work in progress. The time is about progression with a focus on what you are doing and also how you are doing it. There is a bigger conversation about motivation, dreams and desires.

Feedback is part of the catching up, whether it be positive or constructive. The best way to deliver is to have structure, see the mnemonic (“SBI”) below:-

S Situation

B Behaviour

I Impact

An SBI can be used for positive or constructive, see examples below:-

At the meeting last week…Situation

You were so articulate and clear on the project to the client...Behaviour

The client was enthusiastic and keen to start the work now…Impact

Or

At the meeting last week…Situation

You were very quiet and withdrawn…Behaviour

The impact was the Client lost confidence in our offer – Impact

The responsibility of a line manager is to check in on a team members well being. As an organisation there is the need to provide psychological safety, however be aware of what you can and cannot influence. Stephen Covey’s Circle of Concern/Circle of Influence is a good test to see whether you should provide support. They are concerned about a deadline, this is something you can influence. They are concerned about the weather, this is not something you can influence. A number of things can be influenced, but if not explain to the team member they need to stop letting them feel such a big concern.

If you look like you are enjoying a one to one session so will your team member. Getting the most out of a one is all about the preparation and what you put into it and the input of your team member.

Please do get in touch to book a workshop “Getting the most out of one to ones” – bev@nuggetsoflearning.co.uk

Posted in Bite size learning, Change management, Leadership, motivation, personal impact, Relationships

Feedforward instead of feedback…

Feedback focuses on the past something we have done, and therefore can be quite limiting. However skilled you are at delivering feedback it all runs the risk of being personal. When delivered badly often elicits defensive behaviour, and a positive developmental conversation disintegrates.

Feedforward is about giving suggestions for the future. Identify a behaviour you would like to change or develop. Ensure that you have selected something that will make a significant and positive difference in your life.

Describe the behaviour to a colleague/coach/line manager it can be as simple as

“I want to be a better listener”

Ask for feedforward, suggestions for the future that might help them achieve a positive change in that behaviour. Below are some examples:-

  • Making notes at a meeting to test your listening skills
  • Setting up one to one meetings with other peers
  • Listening to an audio book and making a summary or book review

The exercise should be “fun” and motivating a very different vibe to feedback.

An article by Marshall Goldsmith author of MOJO claims several reasons it is worth giving it a try:-

  • We can change the future. We can’t change the past
  • It can be more productive to help people learn to be “right” than prove they were “wrong”
  • Feedforward is especially suited to successful people
  • Feedforward can come from anyone who knows about the task
  • People do not take feedforward as personally as feedback
  • Feedback can reinforce personal negative self talk & insecurities
  • We don’t like negative feedback and we don’t like giving it
  • Feedforward can cover almost all the same material as feedback
  • Feedforward an be much faster and more efficient
  • Feedforward can be used by all – it is not a power or authoritative tool
  • People tend to listen more attentively to feedforward

There is still a place for feedback but by engaging your whole team in feedforward there might be more of a growth opportunity. A great question is “How can I better help our team in the future?”. Ask every team member to identify a behaviour. Then as a whole group facilitate a feedforward session.

Please do get in touch if you would like nuggets to host a Feedforward workshop bev@nuggetsoflearning.co.uk

Posted in Bite size learning, coaching, Emotional Intelligence, Goals, Learning, mindfulness, motivation, Stress management

The Power of Journalling…

At the start or the end of the day record the days events in a journal.

According to mental health professionals, journaling is one of the most recommended tools to have a clearer mind and a happier life. Recording moments acknowledging what happened and not letting a day just drift by.

Identifying values we have in life is a great compass as to whether you are on course. By recording whether you lived by your values in your journal gives us identity and a moral compass. Brene Brown advocates us identifying two core values to live by. As an example my values are:-

  • Making a difference
  • Achievement

By journalling I can track my values, have I made a difference today and what are my list of achievements.

Journals can help you recognise how you have been thinking or feeling that day. One of the top tips is to name your emotions, giving them labels helps you to own them. Once you own an emotion you can then begin to process it, eg. if you were scared and you own it, you can then identify where the fear was coming from. A more positive example if you were happy, what triggered that emotion and how can you repeat it.

Logging your rituals or your habits, one source of tracking can be vital for your journalling. I have at the top of the page walk and nuggets. My ritual of walking everyday needs to be ticked and my nugget is the one thing that has the greatest impact that day (it can be a high or a low).

Why do they work?

Adam Grant talks about mindful, mattering and mastery in his TED Talk the follow up to his New York Times Article. Journalling hits all three areas there is the mindful activity of writing and the mattering of whether you have leaned into your values. The mastery of what you have achieved that day and whether you are learning some new skills or new behaviours.

By journalling we can clear some mental blocks, everything seems so much clearer on paper. A project you have been deliberating on for too long, once you journal what you have started on the project you appreciate that you are moving forward. Progress in any shape or form is motivation.

Being kind to yourself by documenting what is actually going on. There is a peace in the moment of writing and a closing ceremony of what has taken place.

Please do get in touch for a coaching session bev@nuggetsoflearning.co.uk

Posted in Bite size learning, coaching, Emotional Intelligence, motivation, personal impact, Stress management

Pain Vs Pleasure…

The secret to productivity might well be finding the balance to pain and pleasure. Dr Anna Lembke the author of Dopamine Nation explains how pain and pleasure are located in the same part of the brain.

As they are located in the same place we need to keep a balance eg. not too much pleasure and not too much pain. We call this balanced status homeostasis and a deviation from this leads to stress.

Today we are overloaded with so many pleasurable experiences we can overload on these. As an example if you went to a fancy restaurant every night a plain bowl of rice would never be appealing again. Dr Lembke says that once we say yes to pleasure we need to know how to say no to withdraw to equilibrium. However what can happen is a gremlin in our brain persuades us to have just one more hit, and before we know it we have tipped over into pain. If you imagine dopamine in a jar it about tilting it for fun and then resetting it so that it is level again.

The solution to remaining motivated and not being distracted by instant pleasure, is to try and have a dopamine detox. Phones and social media can be put out of sight for a whole day, reducing caffeine, gaming and even TV. Learning to be bored again is a good way to reset your pleasure hits. Lembke talks about the strength of rehabilitated addicts, their fresh eyes on the world give them a new take on some of the mundane in life, perceiving it as new pleasure.

Thinking about a difficult task you have to do today and then a small pleasure reward afterwards will be a good balance.

Please do get in touch bev@nuggetsoflearning.co.uk

http://www.nuggetsoflearning.co.uk